Ivone Gonzalez
Falls Church,VA
Summary
Customer-oriented store manager offering several years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
3
3
years of post-secondary education
28
28
years of professional experience
Work History
Store Manager
Total Wine and More
McLean, Virginia
2018.07 - Current
- Enhanced customer experience and brand loyalty by building community relationships, contributing to over $29M in store revenue.
- Led team members through sales floor service and guest assistance standards.
- Coached and trained associates on product knowledge, selling skills, and store policies.
- Managed inventory ordering, receiving, and stockroom organization procedures.
- Oversaw general operations and executed merchandising according to company procedures.
- Contributed to new company initiatives and functioned as the pilot store for the corporate office.
- Lead the performance management process, including reviews and ongoing career development discussions.
- Facilitated training for new leaders in the field and corporate office as the regional training store.
- Coordinated district classes and events to enhance community engagement.
Store Manager
DSW
Pentagon City
2017.06 - 2018.07
- Communicate goals and provide leadership to inspire total associate commitment to the company objectives and values.
- Managed hiring and recruiting processes, reducing turnover by 30% through targeted talent selection.
- Oversaw recruitment efforts to secure qualified candidates for store positions. reduced turnover by 30% through focusing in talent selection.
- Enhanced store rewards program to increase customer engagement.
- Developed associates' product knowledge, selling skills, and understanding of store policies.
- Enhanced store rewards program, achieving 30% improvement over last year.
Manager- People Leader
Apple Retail
Georgetown, Washington DC
2011.09 - 2017.06
- Inspired and motivated staff to ensure the highest level of internal and external customer satisfaction. 130+ employees.
- Guided store leadership on human resources matters, focusing on employee relations and disciplinary counseling.
- Tracked and maintained reports on store census, turnover trends, compensation data, and employee relations issues to inform human resources strategies.
- Evaluated staffing needs, hired or reallocated resources (including interviewing candidates, selecting candidates to proceed through the hiring process, facilitating the background check process, and extending offers). Managed and directed the onboarding process (including coordination of training for new employees).
- Implemented development initiatives to enhance staff skills and performance. to support staff growth and performance. of all training and development materials, tools, sessions and programs.
- Oversaw and enforced compliance with corporate policies to maintain standards. adherence to all corporate policies (dress code, LP, return policy, etc.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
General Manager
Gap Inc (Gap Brand division).
Pentagon City Mall, VA
2008.01 - 2011.01
- Inspired and motivated others by presenting a compelling vision, increasing Employee Opinion survey by 38%.
- Ensured Customer satisfaction, maximum productivity and profitability. Increases in Customer Service Survey of 40%.
- Trained and developed 13 individuals promoted to leadership positions within store and district.
- Ensured Customer satisfaction, maximum productivity and profitability. Increases in Customer Service survey by 40%.
- Implemented inventory control measures to reduce shrinkage.
- Store achieved #1 and #2 spot in gapcards (store credit) in the Region
Customer Experience Manager
Gap Inc (Gap Brand division).
Georgetown
2003.01 - 2008.01
- Provided updates to General Manager on team performance.
- Recruited, hired, trained, and developed sales associates to enhance team effectiveness and customer engagement.
- Monitored and enforced adherence to all corporate policies (dress code, LP, return policy, etc)
- Executed all focal reviews for sales and sales support associates.
- Evaluated customer feedback to enhance service delivery.
Jewelry/Soft-lines Floor Supervisor
AAFES
1999.01 - 2003.01
- Trained and developed 52+ sales associates to enhance product knowledge and customer service skills.
- Managed 8 departments, ensuring team alignment and performance monitoring.
- Planned and executed product roll outs to optimize inventory presentation and maximize sales potential.
- Oversaw payroll processing for staff and executed schedules
- Provided regular reports to General Manager
Education
Associate of Arts -
Fashion Institute and Technology
New York, NY 2001.02 - 2004.01
Skills
- Sales performance
- Inventory control
- Retail operations
- Merchandising execution
- Performance management
- Workforce scheduling
- Loss prevention
- Vendor relations
- Sales analysis
- Customer focus
Timeline
Store Manager
Total Wine and More
2018.07 - Current
Store Manager
DSW
2017.06 - 2018.07
Manager- People Leader
Apple Retail
2011.09 - 2017.06
General Manager
Gap Inc (Gap Brand division).
2008.01 - 2011.01
Customer Experience Manager
Gap Inc (Gap Brand division).
2003.01 - 2008.01
Associate of Arts -
Fashion Institute and Technology
2001.02 - 2004.01
Jewelry/Soft-lines Floor Supervisor
AAFES
1999.01 - 2003.01